Implementing a network of intelligent virtual service agents to provide personalized automated responses

ABSTRACT

An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different mediums across a communication network when a predetermined characteristic of content provided by the users is identified. Content provided by a user is received over the communication network. The content provided by the user is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. A determined is made, based on the analyzing, that the content possesses the predetermined characteristic. The intelligent virtual service agent is assigned to automatically interact with the user based on determining that the content possesses the predetermined characteristic.

CROSS-REFERENCE TO RELATED APPLICATIONS

This is a continuation of pending U.S. patent application Ser. No.13/239,968, filed on Sep. 22, 2011, the contents of which are expresslyincorporated herein by reference in their entireties.

BACKGROUND

1. Field of the Disclosure

The present disclosure relates to intelligent virtual service agents.More particularly, the present disclosure relates to networkedintelligent virtual service agents for providing personalizedinformation to users via user interfaces upon request or other form ofnotification from users, third parties, sensors or networked systemelements.

2. Background Information

Companies provide traditional communications mechanisms such as accountmanagers, customer service representatives, subject matter experts,interactive voice response (IVR) units, websites and email to handleuser communications such as comments, inquiries, complaints,recommendations and clarifications. Recently, online mechanisms such asblogs, communities, wiki and forums, have been provided for usercommunications. Analytic mechanisms already used for traditionalcommunications mechanisms can help the companies identify user concernsfor the online mechanisms. For example, analytic tools are used toanalyze sentiment and recommend remedies for both traditionalcommunications mechanisms and social communications mechanisms.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows an exemplary general computer system that includes a set ofinstructions for implementing a network of intelligent virtual serviceagents to provide personalized automated responses, according to anaspect of the present disclosure;

FIG. 2 shows an exemplary network that includes intelligent virtualservice agents to provide personalized automated responses, according toan aspect of the present disclosure;

FIG. 3 shows another exemplary network that includes intelligent virtualservice agents to provide personalized automated responses, according toan aspect of the present disclosure;

FIG. 4 shows an exemplary agent computing host and an exemplarycoordination server for implementing a network of intelligent virtualservice agents to provide personalized automated responses, according toan aspect of the present disclosure;

FIG. 5 shows an exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure;

FIG. 6 shows another exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure; and

FIG. 7 shows another exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure.

DETAILED DESCRIPTION

In view of the foregoing, the present disclosure, through one or more ofits various aspects, embodiments and/or specific features orsub-components, is thus intended to bring out one or more of theadvantages as specifically noted below.

As described herein, intelligent virtual service agents are implementedon computers with memory and processors. The intelligent virtual serviceagents are automated, non-human, computerized agents assigned specificresponsibilities for interacting directly or indirectly andsynchronously or asynchronously with humans via communications mediums.Responsibilities can be assigned, for example, by type of content, typeof media, type of channels, and/or type of users.

As an example, an intelligent virtual service agent may be assignedresponsibility by a communications service provider for voice overInternet protocol questions, or Internet protocol television questions.As another example, an agent may be assigned to scan multiple Internetsites for content, such as complaints or questions that meetpredetermined parameters. When content on an Internet site meets thepredetermined parameters, the agent analyzes the content and generatesand provides a response to the user on the same Internet site. Thescanning may also be performed by a coordinating agent that scans theInternet sites, and informs the responsible agents when a response toparticular content is required. As another example, an intelligentvirtual service agent or a coordinating agent may dynamically monitorcontent in real time as the content is provided, such as monitoringvoice interactions between a caller and an interactive voice responsesystem agent.

User content may be provided on or by communications mediums and can beanalyzed by intelligent virtual service agents determined to beindividually responsible for responding to the content. The responsibleintelligent virtual service agent generates a response to the content inaccordance with the analysis, and provides the response either directlyto the user or indirectly to the user via another intelligent virtualservice agent. Communications mediums as the term is used herein caninclude wired telephone networks, wireless telephone networks and theInternet. Internet communications can include email, chat and socialsites that allow interactive posting. Channels on communications mediumsare individual physical or logical communications paths that terminateat a communications address such as a telephone number or an Internetprotocol address.

Intelligent virtual service agents may be configured to respond to usercontent over live voice agent channels, interactive voice responsechannels, and Internet site channels, email channels and chat channels.Additionally, a single intelligent virtual service agent may beconfigured to respond to user content over multiple channels, such ascommunications in both phone lines and multiple Internet sites.Intelligent virtual service agents can be self-directing or coordinated.Additionally, an intelligent virtual service agent can be configured toforward or otherwise direct user content to another intelligent virtualservice agent so that the second intelligent virtual service agentanalyzes and provides the response. The response may be provided by theother intelligent virtual service agent either directly to the user viathe communications channel, or indirectly to the user via the firstintelligent virtual service agent. A first intelligent virtual serviceagent may decide to pass responsibility for user content to the secondintelligent virtual service agent when the user content falls underresponsibilities assigned to the second intelligent virtual serviceagent, even though the determination was first made that theresponsibility for the user content falls under responsibilitiesassigned to the first intelligent virtual service agent. Determinationsof responsibility for responding to user content may be made either bythe intelligent virtual service agents, or by a coordinating computerthat coordinates determinations of responsibility for the agents.Initial determinations of responsibility may be made as or after thecontent is provided such as based on the content and/or the userproviding the content, or before content is provided such as based onthe channel and/or medium.

The Internet communications such as email and public social mediawebsites may be periodically reviewed by an assigned intelligent virtualservice agent to determine if the content matches responsibilitiesassigned to the intelligent virtual service agent. The communicationsmediums may also be channels for which the intelligent virtual serviceagent is responsible, such as calls to an intelligent virtual serviceagent at an interactive voice response service. The communicationsmediums may also be channels that are initially reviewed by acentralized system that assigns content to an intelligent virtualservice agent for analysis and response.

Agents may be assigned to monitor multiple channels, such as multiplesocial media Internet sites. The agents may be alerted to analyze andrespond to all new content in real-time, and may provide personalizedresponses to content such as messages from multiple social media sites.The content from users can include comments, inquiries, complaints,recommendations, trouble reports, billing or product inquiries andrequests for clarifications.

The intelligent virtual service agents may be provided as a networkedgroup, where one agent may pass content to another intelligent virtualservice agent for generating a response. The intelligent virtual serviceagents may also be clones of account managers and/or subject matterexperts. Intelligent virtual service agents can be equipped withartificial intelligence (AI), text analytic and knowledge managementtools for use in personalizing responses to user content. The artificialintelligence technology in general includes computer logic andmathematical algorithms such as rule-based, reasoning-based, Bayesian,classifiers, statistics, and neural networks, etc. The artificialintelligence and text analytic tools can be used to derive language,tone, subject and meaning in user content, and the knowledge managementtools can be used to personalize the responses. Agents may also beself-learning, where instances of failure in providing responses can bedetermined from user feedback to result in adjusting the manner in whichfuture personalized responses are generated.

When an intelligent virtual service agent is not able to assemble aresponse using its existing logical configuration, the content may berouted to another intelligent virtual service agent. Alternatively, theoriginal intelligent virtual service agent may reconfigure itself withan alternative or additional logical configuration that may be moreappropriate for assembling a response to content. Difficult content mayalso be brought to the attention of a responsible human account manageror center staff for special attention. Users may also be guided torephrase difficult content to assist an intelligent virtual serviceagent to provide a personalized response.

Intelligent virtual service agents may be either peer-to-peer agentsthat handle the same level of works, or hierarchical agents that rangein progression from inexperienced to proficient. Intelligent virtualservice agents can be networked via standard application interfaces tosupport knowledge federation to support one another.

Intelligent virtual service agents can be configured as clones of apersonalized assistant staff or as business domain expert to supportdomain specific responses. For example, an intelligent virtual serviceagent can be configured to be responsible for services such as repairand trouble shooting, or new product introduction, or credit andbilling. Each intelligent virtual service agent can be focused on onedesignated domain, but have capability to find another intelligentvirtual service agent in another domain to route content to theintelligent virtual service agent in the other domain. That is, when anintelligent virtual service agent detects content related to a domainother than its own, the content can be routed to the intelligent virtualservice agent in charge of the other domain for a response.

FIG. 1 is an illustrative embodiment of a general computer system, onwhich a method to implement a network of intelligent virtual serviceagents to provide personalized automated responses can be implemented,which is shown and is designated 100. The computer system 100 caninclude a set of instructions that can be executed to cause the computersystem 100 to perform any one or more of the methods or computer basedfunctions disclosed herein. The computer system 100 may operate as astandalone device or may be connected, for example, using a network 101,to other computer systems or peripheral devices.

In a networked deployment, the computer system may operate in thecapacity of a server or as a client user computer in a server-clientuser network environment, or as a peer computer system in a peer-to-peer(or distributed) network environment. The computer system 100 can alsobe implemented as or incorporated into various devices, such as apersonal computer (PC), a server computer, a tablet PC, a set-top box(STB), a personal digital assistant (PDA), a mobile device, a globalpositioning satellite (GPS) device, a palmtop computer, a laptopcomputer, a desktop computer, a communications device, a wirelesstelephone, a land-line telephone, a control system, a camera, a scanner,a personal trusted device, a web appliance, a network router, switch orbridge, or any other machine capable of executing a set of instructions(sequential or otherwise) that specify actions to be taken by thatmachine. In a particular embodiment, the computer system 100 can beimplemented using electronic devices that provide voice, video or datacommunication. Further, while a single computer system 100 isillustrated, the term “system” shall also be taken to include anycollection of systems or sub-systems that individually or jointlyexecute a set, or multiple sets, of instructions to perform one or morecomputer functions.

As illustrated in FIG. 1, the computer system 100 may include aprocessor 110, for example, a central processing unit (CPU), a graphicsprocessing unit (GPU), or both. Moreover, the computer system 100 caninclude a main memory 120 and a static memory 130 that can communicatewith each other via a bus 108. As shown, the computer system 100 mayfurther include a video display unit 150, such as a liquid crystaldisplay (LCD), an organic light emitting diode (OLED), a flat paneldisplay, a solid state display, or a cathode ray tube (CRT).Additionally, the computer system 100 may include an input device 160,such as a keyboard, and a cursor control device 170, such as a mouse.The computer system 100 can also include a disk drive unit 180, a signalgeneration device 190, such as a speaker or remote control, and anetwork interface device 140.

In a particular embodiment, as depicted in FIG. 1, the disk drive unit180 may include a computer-readable medium 182 in which one or more setsof instructions 184, e.g. software, can be embedded. A computer-readablemedium 182 is a tangible article of manufacture, from which sets ofinstructions 184 can be read. Further, the instructions 184 may embodyone or more of the methods or logic as described herein. In a particularembodiment, the instructions 184 may reside completely, or at leastpartially, within the main memory 120, the static memory 130, and/orwithin the processor 110 during execution by the computer system 100.The main memory 120 and the processor 110 also may includecomputer-readable media.

In an alternative embodiment, dedicated hardware implementations, suchas application specific integrated circuits, programmable logic arraysand other hardware devices, can be constructed to implement one or moreof the methods described herein. Applications that may include theapparatus and systems of various embodiments can broadly include avariety of electronic and computer systems. One or more embodimentsdescribed herein may implement functions using two or more specificinterconnected hardware modules or devices with related control and datasignals that can be communicated between and through the modules, or asportions of an application-specific integrated circuit. Accordingly, thepresent system encompasses software, firmware, and hardwareimplementations.

In accordance with various embodiments of the present disclosure, themethods described herein may be implemented by software programsexecutable by a computer system. Further, in an exemplary, non-limitedembodiment, implementations can include distributed processing,component/object distributed processing, and parallel processing.Alternatively, virtual computer system processing can be constructed toimplement one or more of the methods or functionality as describedherein.

The present disclosure contemplates a computer-readable medium 182 thatincludes instructions 184 or receives and executes instructions 184responsive to a propagated signal; so that a device connected to anetwork 101 can communicate voice, video or data over the network 101.Further, the instructions 184 may be transmitted or received over thenetwork 101 via the network interface device 140.

FIG. 2 shows an exemplary network that includes intelligent virtualservice agents to provide personalized automated responses, according toan aspect of the present disclosure. In FIG. 2, user computers 205 and208 are exemplary user devices used to access webpages 231-234 via webservers 230. The web servers 230 are monitored by or notify agentcomputing hosts 240 of content provided by the users. Agent computinghosts 240 communicate over an ethernet network 250 with each other, withstorage elements 270, and with coordination server 260. The storageelements 270 store information of any sort that may be used byintelligent virtual service agents to provide personalized automatedresponses to users. The coordination server 260 coordinatesresponsibility assignments and re-assignments of agents on the agentcomputing hosts 240.

Users may be authenticated before allowing the users to post content ona website for analysis by an intelligent virtual service agent.Authentication may be performed by requiring the user to sign in with apassword, account number or name, or answer security questions. Theauthentication may also be performed in the background, such as by usingcookies or by otherwise inspecting a user's communications address.Intelligent virtual service agents may also support unauthenticatedcustomers to entertain general public comments/inquiries withoutrequiring a login or passcode etc.

As an exemplary use of an intelligent virtual service agent, acommunications company may use an intelligent virtual service agent tohandle multiple channel support issues. When a customer calls into an800 support line, an interactive voice response (IVR) system handles thecall and asks for an intelligent virtual service agent to be assigned.The assignment of the intelligent virtual service agent can be based onthe history record such as what live agents were assigned to handle thecaller's issue, and information related to the customer from otherchannels etc. If the same customer later comes to the support domain viaan Internet site rather than the interactive voice response (IVR)system, the same intelligent virtual service agent can be assigned. Theintelligent virtual service agent can then provide a seamless experienceto the customer independent of the domain and channel the customer uses.Here, each intelligent virtual service agent acts as a secretary andassistant to a real live agent, and therefore will possess traits andcharacteristics of the real live agent. The intelligent virtual serviceagent will look up information from back end systems and networks toassist diagnostics and trouble-shooting activities. Additionally, theintelligent virtual service agent can interact with other intelligentvirtual service agents directly or indirectly to learn socialinformation about the customer. Based on back end information and socialinformation, the assigned virtual agent will perform product upgrades orprovide recommendations to the customer.

In the example of the intelligent virtual service agent for thecommunications company, the virtual agent can also record allinteractions with the customer and direct a peer intelligent virtualservice agent to roll interaction information into analytics. Theintelligent virtual service agent will have the capability to rephrasepast conversations with the customers if needed. When the customerdecides to speak in two different languages, the intelligent virtualservice agent can bridge another intelligent virtual service agent withreal-time translation capability to enhance the user experience. When arelative of the customer calls for the same trouble but cannot speakEnglish, the on demand translation services can be performed so that thetransaction can still be accomplished by the same intelligent virtualservice agent. Using the intelligent virtual service agents, thecustomer experience can be dramatically improved, and trouble can beresolved without a live person being involved. This intelligent virtualservice agent can accomplish many tasks by communicating with peeragents, and thereby may mimic or even improve on the performance andcharacteristics of human agents.

An intelligent virtual service agent application can also be downloadedby a customer to a smartphone or computer to become the personalassistant for the customer for all products and services from theservice provider that provides the intelligent virtual service agentapplication. The intelligent virtual service agent can also explainproduct advantages to the friends of the customer. Here, the intelligentvirtual service agent can communicate with the service provider's backend systems and other intelligent virtual service agents in order toobtain additional information and experiences to enhance the user'sexperience with the intelligent virtual service agent.

FIG. 3 shows another exemplary network that includes intelligent virtualservice agents to provide personalized automated responses, according toan aspect of the present disclosure. In FIG. 3, a user uses landlinecommunications device 302 to communicate via a switch 303 and voicenetwork 320 with interactive voice response platforms 330. A user useswireless communications device 305 to communicate via a wireless tower306 and voice network 320 with the interactive voice response platforms330. A user uses computer 308 to communicate via a router 309 and voicenetwork 320 with interactive voice response platforms 330. Theinteractive voice response platforms 330 are monitored by or notifyagent computing hosts 340 of content provided by the users. Agentcomputing hosts 340 communicate over an ethernet network 350 with eachother, with storage elements 370, and with coordination server 360. Thestorage elements 370 store information of any sort that may be used byintelligent virtual service agents to provide personalized automatedresponses to users. The coordination server 360 coordinatesresponsibility assignments and re-assignments of agents on the agentcomputing hosts 340.

FIG. 4 shows an exemplary agent computing host and an exemplarycoordination server for implementing a network of intelligent virtualservice agents to provide personalized automated responses. In FIG. 4,agent computing host 440 includes a memory 441, a processor 446, areceiver 443 and a transmitter 444. The receiver 443 and transmitter 444communicate over network 448. The processor 446 processes instructionsand data from the receiver 443 and memory 441, and forwards instructionsor data to transmitter 444 for transmission or to memory 441 forstorage. In FIG. 4, coordination server 460 includes a memory 461, aprocessor 462, a receiver 463 and a transmitter 464. The receiver 463and transmitter 464 communicate over network 468. The processor 462processes instructions and data from the receiver 463 and memory 461,and forwards instructions or data to transmitter 464 for transmission orto memory 461 for storage.

The agent computing host 440 and coordination server 460 alsocommunicate with each other in the embodiment of FIG. 4. The servers maycommunicate over a communications network, or may alternatively beimplemented on the same physical computer.

FIG. 5 shows an exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure. In FIG. 5,individualized responsibilities are identified at S505. A firstindividualized responsibility is assigned to a first intelligent virtualservice agent at S510, and a second individualized responsibility isassigned to a second intelligent virtual service agent at S515. Contentprovided by a user via a communications medium is received at S520.

As an example, the individualized responsibilities may be defined andassigned by an administrator of one or more social channels. Thechannels can be Internet websites that allow customers to post contentfor answer by the administrator and/or by other customers and users. Theresponsibilities may include responsibilities for various customer/usercharacteristics determined from the content, including language, gender,age, emotional state, location or any other type of customer/usercharacteristics that can be ascertained in some way from acommunication. The responsibilities may also include responsibilitiesfor certain types of subject matter, such as billing, productinformation or complaints. The intelligent virtual service agents areprovided with artificial intelligence, text analytics, and knowledgemanagement tools to provide the real-time or near real-time personalizedservices. The intelligent virtual service agents may also possessself-learning capability, so as to adjust behavior based upon feedbackof errors or shortcomings in the personalized responses provided tousers.

At S525, the agent responsible for the content is determined. At S530,if the content is not already at the responsible agent, the content isprovided to the responsible agent.

At S535, the content is analyzed. For example, intelligent virtualservice agents can be configured to respond to specific inquires,respond to blog posts, and provide personalized recommendations. Thecontent may be analyzed by analyzing the words and language of the post,as well as information about the poster and the medium on which thecontent is provided.

Intelligent virtual service agents can also be configured to supportupfront user interfaces as well as back end system data mining andanalytics. For example, intelligent virtual service agents can beconfigured to communicate with users using similar communicationsdevices with different operating systems, as well as different types ofcommunications devices. Intelligent virtual service agents can also beconfigured to retrieve data from back end systems such as databases ofprevious user interactions and databases of customer data.

Intelligent virtual service agents can also be configured to mine andanalyze data in back end systems or public data in the Internet toimprove responses to users when users indicate a response isunsatisfactory. Customers may also be given the option to opt-in oropt-out of auto-response features when using any of the social orregular channels.

At S540, a response to the content is generated. The method of FIG. 5and other embodiments described herein can be used to provide real-time,intelligent and personalized responses to multiple, or in somecircumstances all, messages on multiple social media Internet sites orother channels. The response can be generated using user data fromstorage elements 270 and 370 in FIGS. 2 and 3. For example, a customermay simply be requesting information about their account that can beprovided by an intelligent virtual service agent. The response may alsobe more complex, such as a response to a technical question such as howto set up home wireless networking equipment. In the complex example,the intelligent virtual service agent may refer to a knowledge databasethat includes previous inquiries by other users along with successfulanswers. The intelligent virtual service agent may also refer tomultiple sources of data, such as user data and the knowledge database,to find information about the user's home wireless networking data fromthe account information and the technical answer to the question fromthe knowledge database.

Customer data may be pulled from customers only upon consent of thecustomer in some circumstances. Intelligent virtual service agentssupporting authenticated customers can refer to the customer data forbehavioral and account information as background for personalizedcontext in preparing a response. In an embodiment, a customer may alsoissue a reset request to remove accumulated contextual knowledgeinformation. The personalization aspect of the operation of theintelligent virtual service agent can result in two different usersreceiving different responses to the same content provided on the samechannel. The difference in responses may be due to customer dataretrieved by the intelligent virtual service agent, or to differences inthe feedback from previous interactions involving the intelligentvirtual service agents. Thus, customers can receive differentiatedcustomer experiences with more relevant response by interacting withintelligent virtual service agents. The personalization may also includeautomated intelligent virtual service agents being provided with voicecharacteristics of a human agent, or voice characteristics that differfrom voice characteristics of other intelligent virtual service agents.For example, voice characteristics of the intelligent virtual serviceagents may differ in accent, pace of speech, language, pitch, tone andother voice characteristics that can be modeled in generating syntheticspeech.

At S545 the response is provided. In the embodiments described herein,the response is provided by the intelligent virtual service agent eitherdirectly to the users on or by the communications medium in which thecontent was received, or indirectly to the users via another intelligentvirtual service agent that is interacting directly with users on or bythe communications medium in which the content was received.

Multiple intelligent virtual service agents may also be networked aspeers with similar configurations and resources, or in a hierarchicalnetwork with one such agent subservient to another for all or somecircumstances. The embodiment of FIG. 3 shows the agent computing hosts340 being coordinated by a coordination server 360. In otherembodiments, agents in a peer-to-peer or hierarchical arrangement can beself-directed to handle their own responsibilities and communicate withother agents when appropriate.

FIG. 6 shows another exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure. In FIG. 6,individualized responsibilities are identified at S605. A firstintelligent virtual service agent configuration is modeled on a human atS610, and a second intelligent virtual service agent configuration ismodeled on a human at S615. Here, the intelligent virtual service agentsare modeled as clones of different human agent, though a single humanagent may have different cloned intelligent virtual service agents fordifferent aspects of the human agent's responsibilities. The modelingmay include providing the intelligent virtual service agent with voiceand language characteristics of a human agent. A first individualizedresponsibility is assigned to the first intelligent virtual serviceagent configuration at S620, and a second individualized responsibilityis assigned to a second intelligent virtual service agent configurationat S625. In other embodiments, the intelligent virtual service agentsare not modeled on actual agents, but are instead configured to respondto particular subjects.

Content is received at the first intelligent virtual service agent atS630. At S635, a determination is made as to whether the secondintelligent virtual service agent configuration is responsible for thecontent. At S640, the first intelligent virtual service agent isreconfigured with the second intelligent virtual service agentconfiguration. At S645, the content is analyzed, and at S650 a responseto the content is generated. At S655, the response is provided.

As an example, an intelligent virtual service agent can analyze aninitial communication from a user, and use the analysis results toprovide options to the user of alternative phrases of content that mighthelp clarify the user's inquiry. The intelligent virtual service agentscan thus narrow an original comment down to a specific topic. Theintelligent virtual service agents can also post questions back to theuser to help the user better rephrase a comment.

As described herein, multiple agents may be networked together andcoordinated by a coordination server 360. Alternatively, the intelligentvirtual service agents can collaborate with one another, or with humanagents, by direct communications. As an example, an emergency calltakingagent may be configured to provide emergency assistance to emergencycallers. An intelligent virtual service agent may monitor communicationsbetween an emergency caller and the emergency calltaking agent, anddetermine that the emergency caller is providing content that fallsunder the responsibility of the intelligent virtual service agent.

When the caller is using a multimedia device such as a smartphone orcomputer, the intelligent virtual service agent may offer video, graphicor audio assistance to the caller. For example, the intelligent virtualservice agent may detect that the emergency caller speaks wordsindicating that someone is not breathing, so that the intelligentvirtual service agent offers the human agent an option to forward abrief but repeating video clip of cardiopulmonary resuscitation (CPR) tothe human caller's smart phone. The video clip may be retrieved from alibrary of video clips and/or audio clips for different situations. Inthis way, the intelligent virtual service agent is responding to contentfrom the emergency caller.

In another embodiment, an intelligent virtual service agent providesassistance for another intelligent virtual service agent rather than fora human agent, either at the request of the other intelligent virtualservice agent or a coordinator for the intelligent virtual serviceagents. Additionally, an intelligent virtual service agent may berequested to respond to content by another intelligent virtual serviceagent, or even by a sensor that monitors for specific content on acommunications medium. Requests that result in responses can thereforecome from the users, from third parties such as intervening operators,from sensors or monitors, or from networked elements.

FIG. 7 shows another exemplary process for implementing a network ofintelligent virtual service agents to provide personalized automatedresponses, according to an aspect of the present disclosure. At S705,response templates are prepared. At S720, content provided by a user viaa communications medium is received. At S725, a determination is made asto the responsible agent for the content. At S730, if the content is notalready at the responsible agent, the content is provided to theresponsible agent. At S735, the content is analyzed.

Account data for the user is retrieved and searched at S740. Responsetemplates are searched for a response template to select and populate atS745. If a response template is found, the response template is selectedand populated with account data for the user at S750. If no responsetemplate is found, a new response is generated for the content usingheuristic logic at S755. The heuristic logic includes processes forgenerating a proper response using guidelines and previous experience ofsuccess and failure of the intelligent virtual service agent and otherintelligent virtual service agents, such as categorized interactionswith users stored in a knowledge database in the storage elements 270 ofFIG. 2 or 370 of FIG. 3.

Intelligent virtual service agents may have a self-learning capability.The intelligent virtual service agents may receive feedback from usersin order to determine when responses to content are unsatisfactory, andany determinable reasons why the responses to content areunsatisfactory. The feedback may be incorporated into the resources usedby the intelligent virtual service agent so as to avoid providing thesame or similar responses to the same or similar content in futureinstances.

As described in the present disclosure, organizations can useintelligent virtual service agents across domains including interactivevoice response systems, emails and Internet websites, and networkmonitoring and analysis systems. The intelligent virtual service agentscan be given specific responsibilities for different domains andmediums, different websites and addresses, different types of contentand subject matter, and different types of users. The intelligentvirtual service agents described herein are additionally scalable fororganizations with different customer facing, network facing, and systemfacing domains. As an example, the intelligent virtual service agentsdescribed herein allow knowledge sharing across different domains, sothat even different intelligent virtual service agents assignedresponsibilities for different domains can obtain knowledge andexperience from one another. As a case example, a bank with aninteractive voice response system and an Internet website can usemultiple different intelligent virtual service agents in order todistribute responsibilities for responding to content fromusers/callers/visitors.

As set forth herein, according to an aspect of the present disclosure, amethod of communicating using intelligent virtual service agentsincludes assigning a first individualized responsibility to a firstintelligent virtual service agent implemented on at least one computerplatform with a processor and a memory, and a second individualizedresponsibility to a second intelligent virtual service agent implementedon the at least one computer platform. The first intelligent virtualservice agent analyzes content provided by a user via a communicationsmedium and determined to fall under the first individualizedresponsibility of the first intelligent virtual service agent. The firstintelligent virtual service agent generates a response to the content inaccordance with the analysis by the first intelligent virtual serviceagent and providing the response.

According to another aspect of the present disclosure, the determinationthat the content falls under the first individualized responsibility ofthe first intelligent virtual service agent is made by the firstintelligent virtual service agent.

According to yet another aspect of the present disclosure, thedetermination that the content falls under the first individualizedresponsibility of the first intelligent virtual service agent is made byan automated centralized controller that determines the firstintelligent virtual service agent is responsible for the content.

According to still another aspect of the present disclosure, the contentprovided by the first requestor is analyzed by the second intelligentvirtual service agent before the analysis by the first intelligentvirtual service agent, and determined by the second intelligent virtualservice agent to fall under the first individualized responsibility ofthe first intelligent virtual service agent.

According to another aspect of the present disclosure, the firstindividualized responsibility of the first intelligent virtual serviceagent includes a topic in the content.

According to yet another aspect of the present disclosure, the firstindividualized responsibility of the first intelligent virtual serviceagent includes communications in a language by which the content isprovided.

According to still another aspect of the present disclosure, thecommunications medium is a public social media Internet site and theresponse is provided on the communications medium.

According to another aspect of the present disclosure, the firstintelligent virtual service agent is modeled based on characteristics ofa first human, and the second intelligent virtual service agent ismodeled based on characteristics of a second human.

According to yet another aspect of the present disclosure, the methodalso includes remodeling the first intelligent virtual service agentbased on the characteristics of the second human.

According to still another aspect of the present disclosure, the methodalso includes determining availability of the first intelligent virtualservice agent and the second intelligent virtual service agent by acentral controller.

According to another aspect of the present disclosure, the firstintelligent virtual service agent monitors the communications medium todetermine whether content falls under the first individualizedresponsibility of the first intelligent virtual service agent.

According to still another aspect of the present disclosure, the firstintelligent virtual service agent receives responsibility to analyze andrespond to the content from a central controller.

According to yet another aspect of the present disclosure, the methodalso include re-assigning responsibility for analyzing the content basedon feedback to the response received from the user.

According to another aspect of the present disclosure, the firstintelligent virtual service agent communicates with cloned humancharacteristics.

According to still another aspect of the present disclosure, the methodalso includes searching for account data for the requestor and basingthe response to the requestor on results of the search for account datafor the user.

According to yet another aspect of the present disclosure, the methodalso includes searching a set of response templates for a template forthe response, and populating the template for the response with selectedfacts before providing the response via the communications medium.

According to another aspect of the present disclosure, the method alsoincludes generating a new response using heuristic logic based on thecontent when the response is not found in the set of searched responsetemplates.

According to still another aspect of the present disclosure, therequestor is automated.

According to an aspect of the present disclosure, at least onenon-transitory computer readable medium stores a set of executableinstructions for communicating using intelligent virtual service agents.The executable instructions, when executed by a processor, cause acomputer to assign a first individualized responsibility to a firstintelligent virtual service agent implemented on at least one computerplatform with a processor and a memory, and a second individualizedresponsibility to a second intelligent virtual service agent implementedon the at least one computer platform. The executable instructions, whenexecuted by a processor for the first intelligent virtual service agent,analyze content provided by a user via a communications medium anddetermined to fall under the first individualized responsibility of thefirst intelligent virtual service agent. The executable instructions,when executed by a processor for the first intelligent virtual serviceagent, also generate a response to the content in accordance with theanalysis by the first intelligent virtual service agent, and provide theresponse.

According to an aspect of the present disclosure, at least one computerplatform executes executable instructions for communicating usingintelligent virtual service agents. The at least one computer platformincludes memory and a processor. The processor executes the executableinstructions, and the instructions, when executed, cause the at leastone computer platform to assign a first individualized responsibility toa first intelligent virtual service agent implemented on at least onecomputer platform with a processor and a memory, and a secondindividualized responsibility to a second intelligent virtual serviceagent implemented on the at least one computer platform. The firstintelligent virtual service agent on a computer platform analyzescontent provided by a first user via a communications medium anddetermined to fall under the first individualized responsibility of thefirst intelligent virtual service agent. The first intelligent virtualservice agent also generates a response to the content in accordancewith the analysis by the first intelligent virtual service agent, andprovides the response.

While a computer-readable medium herein may be shown to be a singlemedium, the term “computer-readable medium” includes a single medium ormultiple media, such as a centralized or distributed database, and/orassociated caches and servers that store one or more sets ofinstructions. The term “computer-readable medium” shall also include anymedium that is capable of storing, encoding or carrying a set ofinstructions for execution by a processor or that cause a computersystem to perform any one or more of the methods or operations disclosedherein.

In a particular non-limiting, exemplary embodiment, thecomputer-readable medium can include a solid-state memory such as amemory card or other package that houses one or more non-volatileread-only memories. Further, the computer-readable medium can be arandom access memory or other volatile re-writable memory. Additionally,the computer-readable medium can include a magneto-optical or opticalmedium, such as a disk or tapes or other storage device to capturecarrier wave signals such as a signal communicated over a transmissionmedium. Accordingly, the disclosure is considered to include anycomputer-readable medium or other equivalents and successor media, inwhich data or instructions may be stored.

Although the present specification describes components and functionsthat may be implemented in particular embodiments with reference toparticular standards and protocols, the disclosure is not limited tosuch standards and protocols. Such standards are periodically supersededby faster or more efficient equivalents having essentially the samefunctions. Accordingly, replacement standards and protocols having thesame or similar functions are considered equivalents thereof.

The illustrations of the embodiments described herein are intended toprovide a general understanding of the structure of the variousembodiments. The illustrations are not intended to serve as a completedescription of all of the elements and features of apparatus and systemsthat utilize the structures or methods described herein. Many otherembodiments may be apparent to those of skill in the art upon reviewingthe disclosure. Other embodiments may be utilized and derived from thedisclosure, such that structural and logical substitutions and changesmay be made without departing from the scope of the disclosure.Additionally, the illustrations are merely representational and may notbe drawn to scale. Certain proportions within the illustrations may beexaggerated, while other proportions may be minimized. Accordingly, thedisclosure and the figures are to be regarded as illustrative ratherthan restrictive.

One or more embodiments of the disclosure may be referred to herein,individually and/or collectively, by the term “invention” merely forconvenience and without intending to voluntarily limit the scope of thisapplication to any particular invention or inventive concept. Moreover,although specific embodiments have been illustrated and describedherein, it should be appreciated that any subsequent arrangementdesigned to achieve the same or similar purpose may be substituted forthe specific embodiments shown. This disclosure is intended to cover anyand all subsequent adaptations or variations of various embodiments.Combinations of the above embodiments, and other embodiments notspecifically described herein, will be apparent to those of skill in theart upon reviewing the description.

The Abstract of the Disclosure is provided to comply with 37 C.F.R.§1.72(b) and is submitted with the understanding that it will not beused to interpret or limit the scope or meaning of the claims. Inaddition, in the foregoing Detailed Description, various features may begrouped together or described in a single embodiment for the purpose ofstreamlining the disclosure. This disclosure is not to be interpreted asreflecting an intention that the claimed embodiments require morefeatures than are expressly recited in each claim. Rather, as thefollowing claims reflect, inventive subject matter may be directed toless than all of the features of any of the disclosed embodiments. Thus,the following claims are incorporated into the Detailed Description,with each claim standing on its own as defining separately claimedsubject matter.

The above disclosed subject matter is to be considered illustrative, andnot restrictive, and the appended claims are intended to cover all suchmodifications, enhancements, and other embodiments which fall within thetrue spirit and scope of the present disclosure. Thus, to the maximumextent allowed by law, the scope of the present disclosure is to bedetermined by the broadest permissible interpretation of the followingclaims and their equivalents, and shall not be restricted or limited bythe foregoing detailed description.

The invention claimed is:
 1. A method of communicating using anintelligent virtual service agent, comprising: assigning, to anintelligent virtual service agent implemented on a computer platformwith a processor and a memory, a responsibility to automaticallyinteract with different users via different mediums across acommunication network when a predetermined characteristic of contentprovided by the users is identified; monitoring, over the internet, aninternet page by which multiple different users can provide content;receiving, over the communication network, content provided by a uservia the internet page; analyzing the content provided by the user todetermine whether the content provided by the user possesses thepredetermined characteristic; determining, based on the analyzing, thatthe content possesses the predetermined characteristic; and assigningthe intelligent virtual service agent to automatically interact with theuser based on determining that the content possesses the predeterminedcharacteristic, wherein the different mediums comprise differentmonitored internet pages, and wherein the different monitored internetpages are provided by and for different social network providers.
 2. Themethod of claim 1, wherein the content is provided onto a monitoredinternet page, and wherein the intelligent virtual service agentprovides a response to the content on the monitored internet page. 3.The method of claim 1, wherein the predetermined characteristiccomprises a language in which the content is provided.
 4. The method ofclaim 1, wherein the predetermined characteristic comprises a locationfrom which the content is provided.
 5. The method of claim 1, whereinthe predetermined characteristic comprises a topic of the content. 6.The method of claim 1, further comprising: providing the intelligentvirtual service agent with contextual information relating to previousinteractions with the user, in order to personalize the interaction withthe user.
 7. The method of claim 1, further comprising: providing theintelligent virtual service agent with contextual information from anaccount of the user, in order to personalize the interaction with theuser.
 8. The method of claim 1, wherein the intelligent virtual serviceagent is modeled based on a first specific human who cooperativelyprovides services with the intelligent virtual service agent.
 9. Themethod of 8, further comprising: remodeling the intelligent virtualservice agent based on a second specific human who cooperativelyprovides services with the intelligent virtual service agent.
 10. Themethod of claim 1, wherein the intelligent virtual service agent isassigned to automatically interact with the user by a central controllerthat also determines availability of the intelligent virtual serviceagent.
 11. The method of claim 2, wherein the intelligent virtualservice agent monitors the monitored internet page to determine whethercontent falls under the responsibility of the intelligent virtualservice agent.
 12. The method of claim 1, wherein the intelligentvirtual service agent receives responsibility to automatically interactwith the user from a central controller.
 13. The method of claim 1,further comprising: re-assigning responsibility for automaticallyinteracting with the user to another intelligent virtual service agentbased on feedback received from the user.
 14. The method of claim 1,wherein the intelligent virtual service agent communicates using clonedhuman characteristics.
 15. The method of claim 1, further comprising:searching for account data for the user and basing the interaction withthe user on results of the search for account data for the user.
 16. Themethod of claim 1, wherein the interaction comprises personalizedresponses generated by the intelligent virtual service agent usingheuristic logic based on the content.
 17. At least one non-transitorycomputer readable medium that stores a set of executable instructionsfor communicating using an intelligent virtual service agent, theexecutable instructions, when executed by a processor, causing acomputer to perform a process comprising: assigning, to an intelligentvirtual service agent implemented on a computer platform with aprocessor and a memory, a responsibility to automatically interact withdifferent users via different mediums across a communication networkwhen a predetermined characteristic of content provided by the users isidentified; monitoring, over the internet, an internet page by whichmultiple different users can provide content; receiving, over thecommunication network, content provided by a user via the internet page;analyzing the content provided by the user to determine whether thecontent provided by the user possesses the predetermined characteristic;determining, based on the analyzing, that the content possesses thepredetermined characteristic; and assigning the intelligent virtualservice agent to automatically interact with the user based ondetermining that the content possesses the predetermined characteristic,wherein the different mediums comprise different monitored internetpages, and wherein the different monitored internet pages are providedby and for different social network providers.
 18. A computer platformsystem that executes executable instructions for communicating usingintelligent virtual service agents, the computer platform systemcomprising: memory; and a processor, wherein the processor executes theexecutable instructions, and the instructions, when executed, cause thecomputer platform system to perform a process comprising: assigning, toan intelligent virtual service agent implemented on a computer platformwith a processor and a memory, a responsibility to automaticallyinteract with different users via different mediums across acommunication network when a predetermined characteristic of contentprovided by the users is identified; monitoring, over the internet, aninternet page by which multiple different users can provide content;receiving, over the communication network, content provided by a uservia the internet page; analyzing the content provided by the user todetermine whether the content provided by the user possesses thepredetermined characteristic; determining, based on the analyzing, thatthe content possesses the predetermined characteristic; and assigningthe intelligent virtual service agent to automatically interact with theuser based on determining that the content possesses the predeterminedcharacteristic, wherein the different mediums comprise differentmonitored internet pages, and wherein the different monitored internetpages are provided by and for different social network providers.